Business Support, Guest Services

JLL•New York, NY

2d•Onsite

About The Position

The Sr. Workplace Ambassador is responsible for delivering exceptional client experience every day through enhanced engagement, proactive communication, and high touch service within a select portfolio of properties. The Sr Ambassador will be expected to increase the level of engagement and partnership between JLL, service partners and our clients to provide superior service delivery while enhancing their individual personal and professional skills. This client facing role provides the opportunity to combine your passion for service, brilliant people skills and enthusiasm for creating a hospitality focused workplace environment.

Requirements

Bachelor’s degree or equivalent
Exceptional customer service skills and professionalism with a passion for hospitality
Highly collaborative with strong interpersonal skills and track record of excellent internal and external customer service
Excellent verbal and written communication skills with the ability to communicate professionally
Excellent organizational skills and process management
Ability to work independently – strong prioritization and time management skills
Ability to work with diverse teams – lead by example; respectful, cooperative, accountable
Ability to manage multiple priorities and deliver results in a fast-paced environment
Ability to quickly adapt to new devices, technology, and applications
Proficient in Microsoft Office Suite (Teams, Excel, PowerPoint, Word, OneNote, Outlook)
Candidates must be authorized to work in the United States without sponsorship.

Nice To Haves

5-7 years minimum prior relevant experience in hospitality, facility / property management, building operations and/or knowledge of commercial real estate, preferred

Responsibilities

Serve as an onsite Experience Services contact for client employee inquiries, issues, troubleshooting, and feedback related to the services within the workplace, with the primary goal of positively impacting the care and comfort of client employees and guests.
Recognize opportunities in the workplace experience and creates programming to reduce friction for client’s employees.
Ensure Experience/Ambassador Services are executed in a manner consistent with the SLA’s, standard processes, professional brand image and compliant with applicable local laws, rules, and regulations.
Ensures meeting and event spaces are clean, set up, and ready to use. Supports room setups and resets, assists onsite meetings and events, coordinates with service partners, maintains equipment inventory, and delivers timely, high-quality customer service.
Leadership responsibilities include but are not limited to functions such as on-boarding, timekeeping, delegating, scheduling, coaching, and teambuilding if applicable to this site.
Empowered to make operational adjustments as necessary, develops and documents standard operating procedures and updates playbook accordingly.
Briefs leadership on key local developments and seizes opportunities to play a role in the execution of the client workplace strategy.
Supports data collection, analysis and reporting to ensure alignment with the clients’ goals and objectives.
Achieve and exceeds goals including performance goals, team goals and client’s goals and objectives.
Carries culture card as a tangible representation of values, standards, and principles to ensure memorable experiences.
Strive to continually improve Experience Service performance.
Works collaboratively within the account team in the integrated delivery of Experience Services across all workstreams.
Builds meaningful lasting relationships with client employees and guests for intuitive service delivery, anticipating needs or concerns to exceed client expectations.
Visibly engaged and well known in the workplace.
Conduct routine walkthroughs and assessments of the workspace and soft services delivery to ensure compliance with service level agreements, policies and regulations, and performance metrics to provide flawless execution and stable service delivery for the client.
Receives and responds to all requests or issues within a specific period of time, including a personal follow up to client employees to ensure timely responses to questions / requests such as conference room bookings and set up.
Partners with soft services providers to establish and continually reinforce the expectation of service excellence to create value for the client (food services, mailroom, etc.).
Assistance and flexibility with client events and catering as needed to ensure flawless delivery.
Assists with third party vendor relationships and service partners to provide maximum service delivery.
Engage in a culture of continuous improvement and innovation by leveraging business intelligence, adopting, and participating in the development of best practices, new tools, process re-engineering and other ideas that provide service delivery efficiencies.
Identify potential risks and escalate, as appropriate, to ensure no privacy breech, security incident or disruption to client’s operations occur.
Provide operational excellence through administrative support as well as work order management.
Perform additional job duties, as requested.